南京明怡雅高美憬阁精选酒店 5 星

敬爱的Hanyu Wu顾客， 感谢您对我们酒店的精彩评论！我们十分高兴听到您在我们酒店过得愉快，并十分期待您的再次光临。 祝好，

Dear Haoyong Z., Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely,

Dear Kai X., Thank you for your stay and for your honest feedback. We are glad that your overall experience reached 80 out of 100. At the same time, we truly appreciate the points you raised for improvement. Regarding the bathroom size and layout, we will review these aspects within the context of our room design and explore opportunities for future upgrades. We also understand your concern about the complexity of the points redemption process on the ALL – Accor Live Limitless website. Our front desk team is always ready to assist guests with the redemption process whenever needed. We look forward to welcoming you back for a smoother and more enjoyable stay. Warm regards, Moses Suen Front Office Manager 尊敬的Kai X.： 感谢您的入住与真诚反馈。 很高兴您整体入住体验达到了80分，同时我们也非常重视您提出的不足。 关于卫生间面积和设计合理性，我们会结合房型特点进行复盘，并在后续维护或改造中加以优化。 针对雅高官网积分兑换页面操作复杂的问题，前台团队随时乐意为您提供协助，帮助客人顺利完成积分兑换。 期待下次为您带来更顺畅、更舒适的入住体验。 前厅部经理 Moses Suen

敬爱的顾客， 感谢您对我们酒店的精彩评论！我们十分高兴听到您在我们酒店过得愉快，并十分期待您的再次光临。 祝好，

Dear Nishijia, We sincerely apologize for the unpleasant experience you and your family had during your stay. We fully understand how frustrating it must have been to arrive with a sleeping baby after a long journey, only to wait for nearly two hours without a comfortable place to rest. This was a failure on our part in terms of room arrangement and communication, and we are truly sorry. Regarding the issues you raised: Your arrival at 2:00 PM and the room not being ready until almost 4:00 PM exceeded the normal waiting time. This reflects shortcomings in our housekeeping process and staffing during peak hours. Our front desk colleague agreed to a late check‑out until 3:00 PM, but you received a reminder call at 2:20 PM. This happened because the promise was not properly noted in our system and the handover between shifts was not completed, leading to a failure to deliver on our commitment. This is a management oversight on our side. We take every point of criticism seriously and will work on improvements. We will optimize our housekeeping procedures to ensure faster room turnaround even during busy periods, and strengthen communication between front desk, housekeeping, and the switchboard to prevent any disconnect between promises and execution. We will pay extra attention to families with young children and be more considerate and caring. Thank you again for your honest feedback. If you would like to give us another chance to make things right, please feel free to contact me (Moses) directly. I will personally arrange your next stay and ensure a truly comfortable and hassle‑free experience for you and your family. Wishing your little one good health and happiness. Yours sincerely, Moses Suen Front Office Manager 尊敬的Nishijia： 非常抱歉给您和家人带来了如此不愉快的入住体验。尤其带着熟睡的宝宝长途奔波，却未能及时入住，等候过程中又缺乏舒适的休息区域，我们完全理解您的煎熬与不满。这是我们客房安排和沟通环节的失误，真诚向您致歉。 关于您反馈的问题： 当天下午2点到店，房间直至近4点才准备好，确实超出了正常等待时间，反映出我们在客房清洁流程和高峰期人力调配上的不足； 前台同事答应延迟退房至15:00，但14:20就接到催促电话，既未在系统内正确备注，也未做好内部交接，导致承诺未能兑现，这是我们管理上的失职。 您提出的每一条批评，我们都会认真分析并改进。我们将优化客房清洁流程，确保高峰期也能高效出房；同时加强前台与客房、总机之间的信息同步，杜绝承诺与执行脱节的情况，尤其是在面对带宝宝出行的家庭客人时，会更加体谅、更加贴心。 再次感谢您坦诚指正。如果您愿意给我们一次弥补的机会，欢迎随时联系我，我将亲自为您安排入住，确保您和家人感受到真正省心、舒适的体验。祝宝宝健康成长，阖家幸福。 前厅部经理 Moses Suen